Moniz, António B.Urbanowicz, Monika2008-10-312008-10-312008-07Urbanowicz, Monika (2008), "Concept of Customer Relationship Management as an example of innovation in banking sector", IET Working Papers Series, No. WPS06/2008, IET, 19 pp.1646-8929http://hdl.handle.net/10362/1729Banks that has introduced CRM system, had to make some difficult changes in their organization in order to become more customer oriented. Beside the pure CRM banks try to adopt other innovative tools related with the core CRM. Some of these solutions are constructed in such a way so that ensured could be also access to the information beside to bank’s organization.engCRM systembankingmanagementorganisationworking paper